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    <title> Inbound Telemarketing, Inbound Customer Services - Teledirect Customer Service</title>
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                    <li><a href="../solutions/">Solutions</a></li>
                    <li><a href="sales-machine.aspx">High Achieving Sales Machine</a></li>
                    <li><a href="customer-service.aspx" class="select">Profit Generating Customer Service</a></li>
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            <h1 class="heading">
                Profit Generating Customer Service</h1>
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                Maintaining a delicate balance between CRM and reducing customer service costs has
                been a top priority at Teledirect. We work hard to deliver quality and professional
                customer service at a lower cost using systems and methods developed in-house. Our
                methods and motives are geared to enhance relationships and generate profit for
                our clients.
                <br />
                <br />
                <strong>Our offerings:</strong><br />
                Centralised off-shore contact centres coupled with an extensive network of regional
                contact centres offering skills in 14 languages to cater to the Asian and English-speaking
                markets.<br />
                A hybrid solution where calls are partially centralised/decentralised but with a
                unified CRM platform.<br />
                <br />
                Our key strengths in this discipline come from our ability to be competitive and
                agile. For example our TeleSmart CRM platform possesses:
                <br />
                <br />
                • Multi stakeholders case management&nbsp;<br />
                • Online knowledge base&nbsp;<br />
                • Auto SMS follow up&nbsp;<br />
                • Speed capture methods&nbsp;<br />
                • Auto email inbound and outbound&nbsp;<br />
                • Online statistics for calculating on-time key performance indicators&nbsp;<br />
                • Close loop management system
                <br />
                <br />
                Our Customer Service and Technical Support training is further enhanced by paper-less
                environments promoting accuracy and quality and ensuring total integrity.
                <br />
                <br />
                Our Total Quality Program ensures that team members are carefully selected, their
                training records are audited and their competencies continuously reviewed and enhanced.
                <br />
                <br />
                Finally, we have a competitive edge with our versatility in designing programmes,
                our obsession for accuracy and quality, our commitment to staff training and development
                and our passion for creativity and performance.
                <br />
                <br />
                <strong>Key Measurement Index:</strong>
                <br />
                <ul type="disc">
                    <li>Abandon rate</li>
                    <li>Service levels</li>
                    <li>Agent utilisation rate</li>
                    <li>First call resolution</li>
                    <li>On-time to response</li>
                    <li>On-time to resolution</li>
                    <li>Product knowledge score</li>
                    <li>End-user satisfaction score</li>
                    <li>Cost per transaction</li>
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                        <strong class="font_large color_grey">Case Studies</strong>
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                            <span><strong>Telecommunications Industry</strong></span><br />
                            - <a href="/casestudy/customer-service.html" class="opt1">Customer Service</a><br />
                            - <a href="/casestudy/new-product-launch-customer-care.html" class="opt1">New Product
                                Launch Support</a><br />
                            - <a href="/casestudy/after-technical-support.html" class="opt1">After Hours Tech Support</a>
                            <br />
                            <br />
                            <span><strong>Information Technology Industry</strong></span><br />
                            - <a href="/casestudy/online-store.html" class="opt1">Integrated Online Store</a><br />
                            - <a href="/casestudy/technical-helpdesk.html" class="opt1">Technical Helpdesk</a>
                            <br />
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